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Reflex Solutions is an owner managed business that has vast in-house experience and skills in networking and IP telephony. We provide a full range of ICT solutions to our clients: Connectivity Communications Cloud Carrier Services Security Operations Centre Fractional CIO End User Computing
Purpose:
To make our clients adore us by proactive monitoring, detecting, and resolving warning alert related incidents before they cause downtime to our clients, whilst doing more with less through the use of automation. Reactive monitoring, detecting, and resolving exception alert related incidents to restore services ASAP, whilst ensuring timeous, frequent, comprehensive, and professional communication toward resolution, resorting to a workaround or failover service in the interim. Being the face of Reflex!
As a SMB Engineer, you will take ownership of SMB client IT Infrastructure alerts, ISP services support in terms of FTTH and FTTB (small/ medium business) representing our business as an ISP to home users and small/ medium businesses in South Africa and the United States of America. You will ensure maximum service availability and performance on all core services on core FTTH/ FTTB infrastructure, starting of onboarding of new clients, upgrades, and cancellation. As a competent SMB Support Engineer, you will work in a fast-paced environment, to provide fast and efficient technical assistance on FTTH/ FTTB Infrastructure as well as home and small business user support (Desktop computers, 0365, etc.). A SMB Support Engineer must have good all-round technical knowledge and be able to communicate effectively to understand the incident and find a solution.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Key Responsibilities
- Troubleshoot internet related incidents, troubleshooting Fibre incidents, Wireless, as well as general desktop, email and hosting support
- Ensure an exceptional “ISP experience” to FTTH/ FTTB client from inception to cancellation. Home users, Small to Medium Businesses
- Participate in Escalation and Prioritization activities, ensuring that the client incidents receive the appropriate urgency and attention
- Work closely with our Carrier and Connectivity Business Units pertaining to escalated infrastructure incidents within our control. Escalate problems experienced within client infrastructure, timeously, to the SMB Team Leader or Standby Team.
- Work collaboratively with our Project team to onboard new clients
- Deliver exceptional service to internal and external clients, being the face of Reflex
- Respond and resolve all incidents in accordance with the SLA
- Analyze incidents, develop resolutions, and escalate timeously
- Thoroughly and timeously record incident information, updates, and resolution in the company ITSM, based on standard operating procedures
- Create or update Knowledge Base articles in our Knowledge Management System (Known Error DB or Wiki)
- Ensure that issues are resolved in line with Reflex Policies, Processes and ITIL best practice
- Provide updates to clients with regards to incident and problems in accordance with our standards
- Track and manage your work via regular ticket updates. Updates to be comprehensive and complete
- Provide support to incidents escalated to the SMB
- Actively, via trending, identify and escalate any ongoing, unresolved, or business critical problems, such as recurring incidents and Major incidents to your Team Leader, or Manager
- Engage and coordinate with 3rd party vendors (i.e., DFA etc.) to resolve/ update open incidents
- Identify and suggest possible improvements on processes or systems to your Team Leader
- Keep up to date of modern technologies as well as Reflex SOP and Processes
- Assist in support, configuration, and maintenance of network devices, where required
- First level support of VoIP technologies to FTTH/ FTTB
Minimum Requirements
- Certification as IT Technician will be an advantage
- A+ / N+
- CCNA / HCNA
- Microsoft Certified IT Professional
- Nagios / PRTG / Other Monitoring System
- Min 4 Years’ Experience as a Mid-Level Support Engineer
- Valid Driver’s License and Own Transport
- Ability to work shifts
- Proven experience as a SMB Engineer or other customer support role
- Working knowledge of VoIP technology
- Knowledge of network cabling, network classification and network topology
- Knowledge of Sysadmin and Windows Server OS
- Tech savvy with working knowledge of office automation products and remote control
- Ability to diagnose and resolve technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
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